Tim Hortons — Restaurant in Coquitlam

I went to order a hot chocolate for my daughter after gymnastics. This was right about 7:40pm. The girl behind the counter was short and chubby, and miserable looking with her hair in a bun.

I asked her what alternatives to milk that they had because my daughter is lactose intolerant. This seems to be standard practice almost everywhere. Star Bucks, whom I will be going to from now on, has coconut milk (my daughters favorite), almond and soy. Your customer service girl was confused and said "huh" with a dumb look on her face. I repeated the question ("what alternatives do you have to milk because my daughter is lactose intolerant") , but slower because I could see she was struggling to process the information. She then responded, and I kid you not with; "Well we have 2%, skim milk, and chocolate milk." Yes, one of the alternatives was "chocolate milk" for a hot chocolate beverage!

Brilliant.

I paused for a second, considered leaving because I realized that if Tim Horton's doesn't care about the person they put in front of me to take my order, then I shouldn't really care about giving that person money for an order. It only makes sense, right?

I told her it wasn't going to work because my daughter is allergic to milk products. I looked up at the menu and saw "Real Fruit Smoothy" and asked my daughter if she wanted one of those since it was real fruit and she did. We ordered one, at which point the server turned to another and asked her to go get the yogurt. I stopped her and said "no, no yogurt, my daughter is lactose intolerant!" She looked thoroughly confused and again sad "huh?" I asked if the smoothy could be made without yogurt and at this point she sighed loudly, rolled her eyes and said "Look, I'll show you what we put in it!" She proceeded to get the ingredients in a most patronizing way. I turned around and left.

I will never go to Tim Horton's again.

This experience is extraordinarily bad, but the last dozen or so times I've been there your workers are getting dumber, more confused, and completely inattentive. Who, in the food industry, does not understand "lactose intolerant" and furthermore, when a customer is asking you to not include yogurt in one of your drinks, who rolls their eyes and sighs loud? A dumb worker with absolutely no ambition, personality or care in the world. This is exactly the type of worker you'll find consistently at Tim Horton's these days.

Contrast some other popular coffee shops, who's prices are the most prohibitive element, but the workers are generally happy when they greet you.

Tim Horton's you've failed.

I will never be returning to Tim Horton's...

This is the absolute worst Tim Hortons lve ever encountered. My experience today is one of many poor service experiences lve had here but today took the cake. It Saturday morning and was dead in there. God help if it were actually busy. I ordered a simply sausage. Thats sausage on and English muffin and nothing else, a peppermint tea and two hashbrowns. After she punches everything in she sends payment request to the card reader. Didn’t ask me for my Tim Hortons card to scan and walks away. After waiting for a while for her to come back l give up and just pay. I head over to the pick up area and collected my tea and waited for the remaining food. My food comes up and because of my previous experiences l check my food. The simply sausage has come out as a sausage cheese and egg English muffin. I let her know l can’t eat this l ordered just sausage. I’m allergic and I eggs and dairy. She asks me can someone else not eat it instead? I was like no. I’m not even with anybody else and lm allergic. She proceeds to go back to the cook and yell at her . The cook is yelling at her to take better orders. She comes back and gives me a new one. I open it up and she basically ripped the egg and cheese off , only there’s still a ring of cheese all over the English muffin . I go back again and let her know you can’t just rip it off people have allergies. She proceeds to tell me the cook doesn’t want to fix it because they are busy having a party. I ask for a manager and she tells me there’s no manager but the guy a part of the chatting and laughing in the back is acting manager and he won’t come up. I let her know l have to have it fixed lm allergic and l can’t eat this. She goes back. There’s more fighting and yelling and finally come back with a new one this time finally correct. The guy on the left also had the wrong order and they guy on the right eventually had to go back because his order was also wrong . There is something seriously wrong with this store and it seems there is no training not just for staff or acting managers....

This location needs to get a grip. Your staff is emotionally charged and aggressive in tone, the management is just the same and will not do anything to rectify the cleanliness issues, the wait-times, the out-of-stock items, or very well the fact that the staff is CLEARLY mistreating customers by weaponizing the drive-thru against them. If your team needs to ask paying customers to pull over the sensor to artificially appease wait-times; this isn’t benefitting the customer and is likely a metric conducive to managers bonus - if you say no - the staff will either ask you to pull into a parking spot (for a coffee) or they’ll get another employee to come over and hand everything to you at once whilst staring you down. I’ve likely spent over $400 in the last year or so at this location on breakfast, lunch, and the occasional post work Iced Capp. I’ve stopped going to this location in the past month as I’ve identified that the management simply does not care for customer service, and they’ve bred an environment where no one bothers to complain anymore due to the response staff and management provide. Corporate is nowhere to be seen - I’ve reached out to the email that these Google listings provide - it will be the store manager, or a nervous staff member calling you to offer you a gift card and simply not apologetic regarding any issue. Its the Canadian way not to speak up about such basic failings as we don’t want to come across and non-empathetic but at this point I’m sure most of the customers going to this location are silently pounding sand at how terrible this location does for a brand we’ve all...